I worked on the phones for a bank. A customer called and after telling her I need to ask security questions for her protection, I started to ask(we only require three). After the second question, she started ranting and raving and demanded I transfer her to a supervisor to complain about me for asking all those questions. I don't care since I did nothing wrong. It's your money lady. I guess you don't care about security.
A few weeks later she called again. She must have recognized my voice because she demanded I transfer her to someone else. I shrug. There was an over 20 minute wait for another rep to be free .
The third time she called, she was perfectly nice. She must have figured out all the reps ask the same questions and I wasn't trying to give her a hard time. Too late. I'll be professional and answer your questions, but I will not go the extra step* for you. It's not revenge. I'm just afraid to say anything extra in case it'll set her off again.
*I try to save people money, even if it's just by telling you a different type of account draws more interest or have less fees. Or that you are below your minimum balance but here's a few things you can do. And those were the minor stuff.
I am the same way. Working in retail, I get all kinds. I get the demanding, entitled customers who think they should get whatever they want, even if its against policy. And if they whine and moan enough, we will give in. Sorry, but no.
Then there are some who I will go the extra mile for, or perhaps slightly bend policy. Those are the nice ones. Technically, if someone buys something at full price, then say gets an email or coupon a cuople days later that the store is now 25% off, we are not supposed to do any type of price adjustment. But....we do have a little bit of leeway, in whcih we can return and repurchase their items, giving them the discount.
Those who ask nicely, don't demand, and don't pitch a fit, I'll do it for. Those who come in with attitude, and demand that I do it, sorry, no can do. I am still professional with ALL customers, but am just more likely to go a little extra above and beyond if you're nice and not nasty to me.